Leading Financial Services Company
Facilitating Business Transformation
The Challenge:
To facilitate and enable the transformation of an internal operations group into a world class customer service organization
The Story:
Collective Next partnered with key stakeholders across the business to form the transformation management office (TMO). CN supported the design, planning, and execution of a multi-year transformation effort in a more collaborative and accelerated fashion than they could achieve through typical program management efforts. Collective Next executed 30+ collaborative design sessions over a six month period to co-create the vision, blueprint of the future, implementation plans, and communication with 300+ key stakeholders across the broader organization.
The Value:
- Defined a clear vision for the organization, including what it means to be a world-class customer service organization
- Created a detailed blueprint of the future for each of the four new organizations within operations, including how they work together to deliver on their world class customer service promise
- Developed a communication plan so that any associate not involved in the transformation planning could easily understand the strategic direction and how they personally were affected by and expected to contribute to the program
- Developed new job families that mapped to the new organizations vision and structure. Placed 90% of operations organization into new jobs (1500+ employees)
- Created high level strategic implementation plans and facilitated the creation of detailed action plans for each of the four organizations
- Ensured the will of organization to implement changes through their active participation and guidance in the design of each of the above deliverables.
